Case Study: TUI Nordic achieves scalable social customer service and faster crisis response with Falcon.io

Charting Social Success with TUI Nordic

TUI Nordic, part of the TUI Group and the largest travel operator in the Nordics with roughly 20% market share and over 832,000 social followers, needed to move decades of face-to-face customer service into a social-first model. With a small social team of four trying to scale support across 1,600 employees and multiple brands, the company struggled to measure ROI, train staff to use public channels, and handle spikes in volume that threatened to overwhelm local teams.

By adopting Falcon.io as a unified platform for publishing, customer service and analytics, TUI Nordic enabled remote, off‑hours responses and streamlined post-incident reporting. During a major airport lockdown in Lanzarote the team used Falcon to calm customers, manage high query volumes, track response metrics, and avoid a reputational crisis—proving the approach scales social support and lays the groundwork for deeper, data-driven customer dialogue.

TUI Nordic

Anni Aarni

Social Media Specialist